How Grupo IOB decreased support tickets with UserGuiding’s interactive onboarding elements

Grupo IOB had a training portal in place, but support tickets were piling up.

It became clear that new users weren’t being guided effectively, prompting the onboarding team to turn to the development team for constant changes.

This back-and-forth process drained resources and proved unsustainable for both teams.

That’s when they turned to UserGuiding. By implementing its onboarding elements, the onboarding team gained complete control over the user journey and saw support tickets drop significantly.

Curious how they made it happen? Keep on reading 📖 ⬇️

1:1 onboarding sessions are a nightmare…

With a large user base, Grupo IOB had to find a way to guide users through their first steps.

Initially, they attempted to solve the problem by building a dedicated training portal directly within the tool.

Even though this platform involved various educational pieces, from guides to walkthroughs, they still felt the need for a team responsible for onboarding.

By combining automation through the portal with hands-on support from the onboarding team, they created a cycle where the portal handles the heavy lifting, and when it falls short, the team jumps in.

This method worked until they started receiving support tickets from the customers; the team needed to get involved with the onboarding process more than ever, revealing that the portal wasn’t fully delivering on its promise to reduce manual involvement.

Plus, the onboarding team wasn't the only one with a full plate—the development team also had trouble prioritizing the onboarding requests.

We thought the portal would carry most of the weight, but as tickets piled up, we realized both the onboarding and development teams were stretched thin. The process just wasn’t sustainable."

Gislaine Vichesi

UX Researcher and Writer

A solution that checks all the boxes sounds like a dream…

Grupo IOB had to find a tool that would not only ensure the portal works just fine without the onboarding team, but also allow them to bring what they visualize into life without getting the development team’s help.

When they discovered UserGuiding, a tool that let them build seamlessly on top of their existing setup, the fit was clear, and they adopted it without hesitation.

We were already experiencing a problem. So when we presented the solution, it was immediately welcomed.”

Gislaine Vichesi

UX Researcher and Writer

UserGuiding enters the frame…

After adopting UserGuiding, their immediate focus was on solving the portal issue.

They tackled it by layering in interactive onboarding components, transforming the portal into a more guided and user-friendly experience.

The first element they use is a checklist that would map out a clear journey for users ⬇️

To guide users through every essential step in the platform, the checklist includes:

Get an overview
Import a SPED file and configure preferences…
Validate taxes of an invoice
Start your financial journey and...

Their second go-to element is the interactive guide, designed to walk users through key features and help them explore the product with ease and confidence.

Grupo IOB's guide example — *Once the file has finished uploading, click on "Preferences"*

For instance, this guide step is part of a larger flow within one of the checklist tasks, Automate SPED, and shows users exactly where to click once the upload is complete.

The third most-used element in their onboarding process is hotspots, which draw attention to features or actions that might otherwise go unnoticed. For example:

Grupo IOB^s hotspot — *Click on "+" to check a company or follow the User Guide*

In this step, the hotspot points new users toward the section where company-related details are managed.

Grupo IOB's hotspot in the platform — *New temporary file area! Much more organized and easier for you.*

In this step, the blinking hotspot highlights the file area, ensuring new users can locate it instantly.

I think the best part of UserGuiding is the freedom it gives us. We’re no longer dependent on other teams as we can create and test things ourselves, and iterate fast, speeding every process up.”

Gislaine Vichesi

UX Researcher and Writer

Once the portal became more user-friendly, Grupo IOB expanded their use of UserGuiding to help users extract even more value from the product. This included:

surveys to gather feedback on critical topics, such as the onboarding experience.

Grupo IOB's survey question — *Are you an accounting professional?*

announcement modals to share exclusive deals and communicate important updates.

Grupo IOB's announcement modal — *Secure an exclusive deal!*

analytics to track which flows were completed successfully and which ones stalled, helping them identify and address friction points.

By leveraging UserGuiding’s full stack of features, Grupo IOB quickly began to see measurable results, including:

A significant drop in support requests
A scalable onboarding process that no longer strained internal teams
Completion rates above 75% for the main onboarding flow
Higher customer satisfaction scores for the onboarding experience, as reflected in survey feedback

With UserGuiding, we not only reduced support requests, but also built a scalable onboarding process. Our main flow completion rate now exceeds 75%, and customer feedback on the onboarding experience has never been better."

Gislaine Vichesi

UX Researcher and Writer

Long story short…

Despite having a capable training portal, Grupo IOB was flooded with support tickets.

The onboarding team had to jump in with live onboarding sessions to keep users on track, while the development team prioritized and executed changes to enhance the experience.

It didn’t take long for the onboarding team to realize this process was unsustainable—they needed a faster, more scalable way forward.

With UserGuiding, they gained complete control over onboarding changes without relying on the development team.

This not only resolved their side challenge but also tackled their most significant pain point: the high volume of support tickets and the hours spent on 1:1 onboarding calls.

If you’re facing challenges like Grupo IOB, UserGuiding can help you achieve the same transformation 👈

COMPANY

Grupo IOB